Sr Product Manager - Customer Service & Support Solutions

Senior Product Manager - Customer Service & Support Solutions

Dexcom Corporation (NASDAQ DXCM) is a pioneer and global leader in continuous glucose monitoring (CGM). Dexcom began as a small company with a big dream: To forever change how diabetes is managed. To unlock information and insights that drive better health outcomes. Here we are 25 years later, having pioneered an industry. And we're just getting started. We are broadening our vision beyond diabetes to empower people to take control of health. That means personalized, actionable insights aimed at solving important health challenges. To continue what we've started: Improving human health.

We are driven by thousands of ambitious, passionate people worldwide who are willing to fight like warriors to earn the trust of our customers by listening, serving with integrity, thinking big, and being dependable. We've already changed millions of lives and we're ready to change millions more. Our future ambition is to become a leading consumer health technology company while continuing to develop solutions for serious health conditions. We'll get there by constantly reinventing unique biosensing-technology experiences. Though we've come a long way from our small company days, our dreams are bigger than ever. The opportunity to improve health on a global scale stands before us.

Our Product Management – Platform and Services team builds the foundational capabilities behind Dexcom's ecosystem of applications and experiences—where medical device rigor meets digital innovation. We operate at the intersection of customer experience, clinical expertise, AI insights, interoperability, and Software as a Medical Device (SaMD), delivering scalable solutions that support both regulated and non-regulated modules.

From intelligent workflows and clinical decision support to identity management, data governance, and personalized therapy, our portfolio powers Dexcom's connected ecosystem across all segments and interfaces. We build secure, reliable infrastructure and services that enable seamless integration, actionable insights, and meaningful engagement for patients, providers, and partners alike.

Where you come in: As a Senior Product Manager - Customer Service & Support Solutions, you will lead Dexcom's customer service and support experience strategy, embedding scalable, empathetic, and data-informed service delivery into Dexcom products across both digital and human channels. You will define, develop, and launch new tools and workflows that empower users to access key services, resolve issues quickly and bring cohesion to our customers' Support and Service journey with Dexcom.

Key Responsibilities:

• Strategy and Prioritization: Own the roadmap for Dexcom's customer service and support solutions, aligning priorities with global business and clinical goals. Design flows that support proactive, self-service, and agent assisted support.
• Microservices Development: Translate experience level requirements into support capabilities and define modular services that power customer service and support experiences across Dexcom's global ecosystem, driving reuse and consistency.
• Data Integration: Identify key data inputs and support integration efforts across the Dexcom ecosystem.
• Cross-Functional Collaboration: Work across engineering, customer service, customer support, customer experience, IT, and commercial teams to deliver integrated, scalable, and compliant solutions.
• Experience Alignment: Ensure services are surfaced in intuitive, meaningful ways that support user goals and drive engagement.
• Market Differentiation: Benchmark against competitive offerings and emerging technologies to define Dexcom's unique value.
• Performance Monitoring: Validate impact of owned services and drive continuous improvement across service touchpoints to ensure best in class experiences.

What makes you successful:

• 7+ years in product management or related field, preferably in digital solutions or data driven services
• Experience defining product requirements across a diverse global customer base
• Ability to work cross functionally to ensure development of products based on customer and business requirements, negotiating challenges and constraints as they arise.
• Proven ability to work in cross-functional teams and use influence management effectively with cross-functional partners and senior management.
• Strong presentation, influence, and communication skills
• Strong business case preparation and prioritization skills
• Comfortable engaging and navigating technical and design discussions
• Ability to work successfully with ambiguity and in fast-paced environments

What you'll get:

• A front row seat to life changing CGM technology.
• A full and comprehensive benefits program.
• Growth opportunities on a global scale.
• Access to career development through in-house learning programs and/or qualified tuition reimbursement.
• An exciting and innovative, industry-leading organization committed to our employees, customers, and the communities we serve.

Travel Required: 5-15%

Experience and Education Requirements:

• Typically requires a Bachelor's degree and a minimum of 13+ years of related experience.
• At this level a graduate degree may be expected with 6 years of related experience.

Remote Workplace: Your location will be a home office; you are not required to live within commuting distance of your assigned Dexcom site (typically 75 miles/120km). If you reside within commuting distance of a Dexcom site (typically 75 miles/120km) a hybrid working environment may be available. Ask about our Flex workplace option.

An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, or protected veteran status and will not be discriminated against on the basis of disability. Dexcom's AAP may be viewed upon request by contacting Talent Acquisition at talentacquisition@dexcom.com.